Chapter 2: Call Center Agent operations
About Call Center Agent features
Most Call Center features are provisional and configured by your system administrator. You may not
see all the features described in the next two chapters.
The feature name that is displayed on your deskphone is dependent on your deskphone display
settings.
Note:
The half-width mode is not supported for Avaya Aura
®
Contact Center Elite features.
About Reason Codes
Some Call Center features, such as Agent Logout and Auxiliary Work state, may require you to
enter a Reason Code.
Reason Codes are configured as “Forced” or “Requested”, or “None”. Forced means a Reason
Code must be entered and Requested means you can bypass entering a Reason Code.
If your system administrator did not configure Reason Codes, you may not be prompted to enter a
Reason Code.
Speak to your system administrator or supervisor for more information about the Reason Codes
your system uses.
Logging in as an agent
Before you begin
To log in as an agent, your extension must be registered to the Avaya Aura network and you must
have your agent ID and, if required by your system administrator, your password.
Procedure
1. Press the right or left navigation arrows to access the Features list.
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 16
Comments on this document? infodev@avaya.com
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